Summary:  The Distribution Customer Service Position will assist in customer service and support functions for our warehouse and Distribution business unit. Primary responsibilities will include calling customers to schedule home delivery appointments, handling escalated customer orders, and processing paperwork including, but not limited to, Bill of Ladings and Proof of Deliveries, to ensure we are paid properly for our services. 

Key accountabilities: This position is responsible for the following 

1. Contacting all customers within 24 hours of their freight being received at our warehouse.

2. Prescheduling client orders based on ETA to the warehouse.

3. Schedule deliveries so that trucks are full, productive, and profitable.

4. Notify customers 24 hours before their delivery appointment, giving them their delivery time window, and asking questions pertinent to achieving a successful delivery.

Description of Responsibilities: The Distribution Customer Service position is responsible for ensuring that our clients orders are scheduled with the customer promptly and professionally. In addition to scheduling the orders, responding to client emails and phone calls regarding escalated issues is also within the scope of the job. Processing inbound paperwork properly, professionalism in responding to client emails, as well as the ability to work as part of a team, are all vital components of the job.

Inbound Order Scheduling & Customer Relations (100%) 

• Schedule inbound pickup and delivery orders for Andrew’s Clients.

• Process Inbound Paperwork

• Communicate with Dispatch & Operations Manager to ensure every days P&D trucks reach capacity and maximum efficiency. 

• Schedule deliveries based on days and delivery zones, within the parameters set by Dispatch.

• Bring escalated situations and out-of-scope deliveries to Operations Manager.

• Reply to all pertinent emails from our clients.

• Provide solutions for escalated situations or seek advice from Management when the problem is out of your hands.

• Work with warehouse and driver teams to provide solutions for client requests.

• Maintain Andrew’s quality standards by treating every order like it is your own.

1. Ability to work with and support a team 

2. Ability to create and follow processes 

3. Sympathetic listener 

4. Efficient with time 

5. Ability to prioritize based on primary objectives 

6. Highly organized and disciplined 

7. Exceptional attention to detail 

8. Capable problem solver 

9. Clear and concise communicator 

10. Organizes and demonstrates exceptional follow up 

11. Attention to detail is necessary for the position. 

1. Always takes initiative 

2. Always seeks improvement (for self and company) 

3. Proactive problem solver 

4. Willing to work through solutions before asking for help 

5. Not afraid of accountability 

6. Goal and results driven 

7. Open to and capable of making change 

8. Willing to support peers and work teams 

9. Criticizes privately, compliments publicly 

10. Confident but not arrogant 

11. Represent Andrews Moving & Storage with the highest professional and ethical standards.